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Set up WhatsApp
Genesys Hub supports WhatsApp Business and includes an API connector for WhatsApp. The WhatsApp channel allows consumers to connect with brands and brands to connect with consumers from the WhatsApp Messenger app on their smartphone.
After you complete the steps on this page, you can treat WhatsApp communications like any other Genesys interaction. For example, you can messages to the best-skilled agent using a Designer application. Reporting is also available through Genesys CX Insights.
1. Configure channels in Genesys Hub
Contact your Genesys representative to access Genesys Hub and then complete the steps on Integrating with Genesys Hub to setup your connection WhatsApp.
Work with your Genesys representative to enable service channels in Agent Setup to connect to the channels you created in Genesys Hub. Later when you create a Designer application to route social media interactions, it will pull the data from these channels.
3. Configure Agent Desktop
You should go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular Chat options. See the Agent Setup documentation for more information.
4. Create a Designer application (Designer)
Create a Designer application to route WhatsApp interactions to the right agents. Note: You should see the service channel you created in step 2 listed under Manage Digital Endpoint in Designer.
Related documentation
See how users handle WhatsApp interactions in Agent Desktop: WhatsApp for agents and WhatsApp for supervisors.